There was a time, not too long ago historically, when Ecuadorian/Peruvian tribes captured their enemies and shrunk their heads. The practice apparently stopped due to the general view that it might be a bit barbaric and a somewhat extreme treatment for any human being, regardless of their supposed infraction. I have a funny feeling the practice should be reintroduced for particular service slip-ups in our modern yet thoroughly infuriating (sometimes) society. If you could take a snapshot of my frame of mind this morning while speaking with our DSL service provider, the photo above would have been a perfect representation of my internal view of the folks on the other end of the phone. The steam coming out of my ears was so hot that a hovering mosquito was instantly killed by flying too close to my head. Here is the story of Hitlerâ€¦
For the past two or three months our DSL connection has been extremely erratic. Sometimes it worked, sometimes it didnâ€™t. Even worse, sometimes it worked but in the middle of doing a post, it would disappear and all my work would be lost. And this comes after major DSL problems last February where things got so ridiculous that we had to contact some VERY senior folks at the company and only THEN did we get our modem replaced and service restored. At any rate, several calls to the company resulted in answers like â€œthere is nothing wrong on our end,â€ or â€œthe system is working fine according to our computers,â€ or â€œit must be your internal wiring from the street phone connection.â€ About a month ago, the company representatives told us it must definitely be the phone lines so we hired contractors to CHANGE EVERY SINGLE PHONE LINE in our home, thus we have brand new wires all the way from the street connection. The internet worked for a week or two and then suddenly it died. Completely died.
Several calls to the DSL provider resulted in nothing. No answers, no calls back, no schedule of technician to visit. NADA. Mrs. MM is always the good cop in our dealings with service providers, so after several calls and futile attempts to get some service, I finally took the phone and SCREAMED BLOODY MURDER at the service personnel and told them they had a few hours to get a technician to our home and the service restored or I would personally walk straight into the CEOâ€™s office and sit there until he heard what I had to say. I also promised to name all of the people we had dealt with so far and I would not let up until a logical explanation for this incredibly poor service was reached. Now please explain to me why polite, decent pleas for service almost always result in no or slow service while threatening to figuratively shrink oneâ€™s head gets almost immediate action??? Why?
A few hours later, a technician from the company showed up at our door. He fiddled with our modem, checked our phone lines and concluded what? That indeed the DSL connection was dead! Completely dead. After a while, he mentioned that they were upgrading their equipment and that all customers would eventually be migrated to the new equipment or system. We happened to be one of those that had not yet been migrated and they have already switched to the new equipment, so as a result we experienced slow connections, dropped connections or no connections. So with one call to the Makati Business or Technical Office, the technician switched us over at that instant and the modem was turned back on and voila! everything is apparently okay! So everything the service people at the call center told us was completely untrue. So we didnâ€™t need to spend thousands of pesos to upgrade our phone lines. So if they just let their customers know in advance what was going on we would not have been in limbo. In other words, we have wasted thousands of pesos, hundreds of minutes and shortened our lives from stress because these folks didnâ€™t know what one arm of the company was doing and what the effects would be for customers.
Now you say, stop bitching Marketman, itâ€™s over. It may be for us. But what about hundreds of other folks out there who havenâ€™t the foggiest idea what is going on and who are experiencing the same problems. And who donâ€™t have the chutzpah to call service departments and scream at them at decibel levels that would pop eardrums? This really pisses me off no end. A simple letter to subscribers letting them know about the migration and potential problems would have prevented all this angst. And frankly, it wasnâ€™t the service technicianâ€™s fault, once he got to our house (a complicated process of requesting a technician usually, but since MM bust a gut screaming they short circuited the process and he was here in under two hours), it took less than 30 minutes to fix. The guys nameâ€¦ Hitler. I kid you not, he even had an ID card. My wife and I were in stitches. So if you have problems with your DSL in the Makati area, look for Hitler. He even had a mustache. As for the ding-dongs in their service call center, take a good look at the picture above and remember not to cross Marketman again!!! I should get an ID with the name Mussolini perhaps! :)